I am not sure if there is any OOTB set-up to extract this report, but you have another way out.. that is audit log..
In audit log of the incident....all these information is captured..bur it is manual task..
I think its not OOTB.
you need to customize to achieve this automatically like when you change the support group then it should write support group name and calculated time to perticular field and then you can extract report from that.
To calculate the time you need to get the difference between support group changed time and last assigned time.
Please take a look at the "HPD:Help Desk Assignment Log" form to capture this kind of information and let us know if it helps.
It can be achieved through customization or you can plan to implement BMC Analytics tool for reporting purpose...
Create 'AR System report' on HPD:Help Desk form and add all required fields. There are certain tempfields you can use like 'z1D Prev Assignee Effort Hold' , 'z1D Prev Assignee Effort Spent' , 'z1D Prev Assignee Group ID' and 'z1D Prev Assignee Total Efforts' etc. If you dont find any other required fields, Create join form with appropriate form and fetch a report.
These are display only fields and will not haold any data. The Assignment history information can be captured from the Help Desk Assignment log form.
Please look at the following threads if they are of any help.
how do I find these fields
To calculate the time you need to get the difference between support group changed time and last assigned time.?
You can check workflows which set data into temporary fields mentioned in my previous post. You can add new data fields to store this data. You may need to modify few workflows.
Enable logs and check workflows like: AL: HPD:INC:ResetObjects_100
add another set field action to hold this into new data fields.
I guess using OOTB Incident Assignment log form would be a bit doubtful idea althou it already has almost all fields and logic that you want to restore. it would be cumbersome as the functionality i see thru which this form works is that it has a separate record for each assignee..and it will show the time the ticket is with each assignee..Also you can see the the number of transfer field which would update you with how many times the ticket has been re assigned and after how many assignee s this ticket has reaached the current assignee.
So to reach current assignee you ll have to find record with highest entry in"number of transfer" field.And also you can see when was this ticket assigned to this assignee.
Regarding calculating timestamp,
Actual duration for each assignee says that how long this assignee has been assigned ticket.So if for any perticular ticket Assignee A has actual duration as 5hours but if there is another data for same incident with higher value in"number of transfer"...it wud mean After 5 hours ticket was passed to another assignee
So fetching a straigh forward report from this form wud be tuff.Lot of manual work would be required to tally even if somehow you are able to fetch related fields.
I suggest Customization on the form would make things way easier.
Hi PEKK ,
leave that stuff. it wont match up with your expectations.
I tried creating 4 fields:
1) Previous Assigned Group name
2) Previous Assigned Group Time
3) Current Assigned Group name (you can get it OOTB but for simplicity)
4) Current Assigned Group TIme
I have created two filter having different execution order:
1st Filter execution order 500 (not invoke initially when you create the incident)
it will check if 'current Assigned group Name' != $NULL$ and 'current assigned group name' != 'Assigned_Group(OOTB)' then it will replace it with previous assigned group name and time respectively using set fiels action.
2nd filter execution order 501 ( invoke when you create new incident and modify it)
it will assign 'Assigned_Group' to 'current assigned group name' and $TIMESTAMP to $current assigned group time'
NOTE: initially previous support group name and previous support group time will be blank.
the above workflow will replace the assigned group name and time when you change the assigned group.
now you can get the difference between 'current support group time' and 'previous support group time' field ' to measure how much time incident was assigned to previous support group